Tour Lead

Summary

This position is responsible for leading our brewery tour program, creating excitement about our brand and facility through customer engagement and telling the Highland story.

FLSA Status: Full-Time Hourly, Non-exempt
Reports to: Guest Experience Director
Location: Asheville, NC

Essential Job Functions

  • Assists with training and development implementation
  • Assists with developing tour types, itineraries, and scripts
  • Trains tour guides
  • Manages 3rd party tours
  • Provides regular critiques of third-party tour performance and activity to Hospitality management.
  • Manages requests for private tours
  • Leads and supervises tour guide team
  • Participates in interviews and selection of candidates and hires
  • Ensures tour staff deliver and outstanding guest experience
  • Greets and serves customers in a polite, helpful manner
  • Gives brewery tours
  • Bus dirty glasses and set up tables and chairs as needed 
  • Cleans Hospitality department tables, floors, restrooms, outside areas, etc., as needed
  • Performs other duties as assigned

Qualifications

Education:

High school diploma preferred

Experience:

  • Six months’ hospitality, customer service or related experience required

 

Specific Knowledge, Skills, and Abilities:

  • Ability to accurately manage cash and protect other Highland assets
  • Ability to operate merchandise point-of-sale system
  • Working knowledge of the craft brewing industry
  • Ability to work well independently and within a team environment
  • Ability to manage and prioritize multiple tasks        
  • Excellent customer service skills         
  • Excellent verbal communication skills         
  • Spanish Language skills a plus

 

Working Conditions:

  • Ability to stand for long periods of time and do physically demanding work is required. 
  • Ability to lift up to 50 lbs. is required. 
  • Willingness to work evenings and weekends is required.